We make decisions based on what we think is fair and reasonable, accounting for the unique circumstances of each case we receive. We anonymise our decisions and write them in a way that prevents the person or small business complaining from being identified.
This database holds all the final decisions we’ve published since 1 April 2013 under the Financial Services and Markets Act 2000, as amended by the Financial Services Act 2012.
Your search returned 360264 results
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Decision Reference DRN-4534311
23 Feb 2024 One Insurance Limited Not upheldInsuranceDRN-4534311 The complaint Mrs M complains about One Insurance Limited (One Insurance) who declined her claim under her motor insurance policy. What happened Mrs M parked her car on her drive. She later discovered the car had been stolen from her drive. She contacted One Insurance and made ... (3 pages)View decision -
Decision Reference DRN-4279277
23 Feb 2024 Admiral Insurance (Gibraltar) Limited Not upheldInsuranceDRN-4279277 The complaint Mr C complained about how Admiral handled a claim against his motor insurance policy. What happened A third party made a claim against Mr C’s policy for his vehicle hitting their car while it was parked in a car park. Admiral accepted the third party’s claim and p... (3 pages)View decision -
Decision Reference DRN-4469384
23 Feb 2024 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4469384 The complaint Mr C complains that Bank of Scotland plc, trading as Halifax, declined his claim under section 75 of the Consumer Credit Act 1974 about the supply of a kitchen. What happened In 2021 Mr C ordered a new kitchen from a third party, which I will call the merchant, an... (3 pages)View decision -
Decision Reference DRN-4426072
23 Feb 2024 Santander UK Plc Not upheldBanking and PaymentsDRN-4426072 The complaint Mr J complains that Santander UK Plc (“Santander”) won’t refund £1,250 he says he lost to a scam. What happened The details of this complaint are well known to both parties, so I won’t repeat everything in detail again here. However, in summary, Mr J says he fell ... (3 pages)View decision -
Decision Reference DRN-4446194
23 Feb 2024 Vodafone Limited UpheldConsumer CreditDRN-4446194 The complaint Miss T complains about how Vodafone Limited treated her, when she settled a fixed sum loan agreement. What happened In September 2021, Miss T took out a fixed sum loan agreement with Vodafone, to pay for a brand new mobile telephone handset. Under the agreement, M... (4 pages)View decision -
Decision Reference DRN-4368645
23 Feb 2024 Godiva Mortgages Limited Not upheldMortgagesDRN-4368645 The complaint Mr T complains about the interest rate applied to his buy to let mortgage with Godiva Mortgages Limited. What happened Mr T applied for a new interest rate on his buy to let mortgage with Godiva via a broker. In January 2023 Godiva issued a product transfer offer ... (4 pages)View decision -
Decision Reference DRN-4189970
23 Feb 2024 Mortgage Advice Bureau Limited Not upheldMortgagesDRN-4189970 The complaint Mr E and Ms H complain about mortgage advice they were given by a broker working for First Mortgage Limited, working under the umbrella of Mortgage Advice Bureau Limited (“First”). They said relying on the advice cost them £2,750, they wanted First to pay that. Wh... (4 pages)View decision -
Decision Reference DRN-4554453
23 Feb 2024 Newcastle Building Society Not upheldBanking and PaymentsDRN-4554453 The complaint Mrs S is unhappy that Newcastle Building Society (NBS) wouldn’t allow her to withdraw the full balance showing on her account. What happened Mrs S wanted to withdraw the full balance of her account with NBS, which was showing on her account as being £6,200. But NB... (2 pages)View decision -
Decision Reference DRN-4641786
23 Feb 2024 esure Insurance Limited UpheldInsuranceDRN-4641786 The complaint Mr K complains that esure Insurance Limited cancelled his motor insurance policy. He says he was stopped by the police for driving without insurance as a result. What happened In late 2022, Mr K took out a motor insurance policy with esure and paid the whole year’... (4 pages)View decision -
Decision Reference DRN-4539329
23 Feb 2024 Scottish Widows Limited Not upheldPensions and AnnuitiesDRN-4539329 The complaint Mr H’s complaint is about the lifestyle switching on his Scottish Widows Limited pension plan. He says it should have reduced investment risk, but the pension’s value reduced dramatically. He says he was misled into thinking his pension was protected, but it was e... (3 pages)View decision
